Monitor billing exceptions

The Billing Exceptions list under Payments can help you to track and recover payments for billing events that failed with a soft decline or a hard decline. It gives you an overview of all the failed billing events and any automatic retries for each billing event.

Declined initial payments or card registrations do not display under Payments > Billing Exceptions list, because this list only displays declined billing events for recurring payments.

To display the Billing Exceptions list, do these steps.

In the navigation menu go to Payments > Billing Exceptions.
To filter the Billing Exceptions list to search for specific orders to follow up, for Filters enter or select values from the Filter billing exceptions table below.

The billing exceptions list displays declined billing events
To open the Order Summary, in the Billing Exceptions list, click the customer NAME link. If the customer name link does not display, make your BillPro window bigger or zoom out.

Transaction response symbols

Symbol	Description	Notes
	Soft declined	You can retry this transaction.
	Hard declined	You collect payments until you update the card. When you update the card, BillPro collects all outstanding payments.

Billing Exception fields

Field	Description
Executed on	Date and time when BillPro attempted to collect the billing event, when the billing event was scheduled.
ZUID	The system's unique identifier for the order.
Name	The customer's initials, organisation, and full name.
SPID	The system's unique identifier for a billing event.
Retry count	For automatic retries, the retry count starts with `0` and goes up to `3`. The count does not include manual retries.
Autoretry	The AUTORETRY flag is green if auto-retry is `activated` for the order, and grey if auto-retry is `deactivated`. If all the automatic retries are consumed (i.e. they all fail with a soft-decline), BillPro deactivates the auto-retry functionality. And for subscription orders, if auto-suspend is `ON`, then BillPro will suspend the order. See Auto-retry billing events and Auto-suspend subscriptions at Get set up in BillPro
Order type	`Instalment`, `Subscription`, and `Metered`. Only recurring payments and their order types display in this view, so no single payment orders will display.
Amount	The amount of the billing event that was not collected.
Currency	The currency of the billing event that was not collected.

Billing exceptions and order status

The following table describes the possible order statuses for billing exceptions with notes about what has happened and what actions to take.

Transaction response	Order status	Events and actions
Soft declined	Active	After one or more billing events failed with a soft decline and the order had a failed status, BillPro successfully collected the latest billing event and set the order status to active. Some previous payments may be outstanding. See Process active orders with failed billing events.
Soft declined	Failed	You can retry the soft-declined payment. If you use auto-retry, BillPro retries soft-declined billing events and BillPro continues to try to collect billing events. See Process failed orders. If you are using auto-retry but not auto-suspend, and BillPro has consumed all the auto-retries, BillPro deactivates the auto-retry.
Soft declined	Suspended	For subscription orders, if you are using auto-retry and auto-suspend, and BillPro has consumed all the auto-retries, BillPro sets the status of the order to `Suspended`. BillPro will not try to collect billing events, and you cannot manually collect payments until you update cards. When you update cards, BillPro will try to collect all declined and overdue payments. See Process suspended subscriptions, and Update cards.
Hard declined	Suspended	BillPro will not try to collect more billing events, and you cannot manually collect payments until you update cards. When you update cards, BillPro will try to collect all outstanding payments. See Process suspended instalment orders and Process suspended subscriptions, and Update cards.

Filter billing exceptions

You can filter billing exceptions with the fields in the following table.

Filter	Description
ZUID	The platform's unique identifier for an order.
Search	Text to search for in the customer NAME field.
Order Type	Select from `Single payment`, `Instalment`, `Subscription`, and `Metered`. Note that you can only view recurring payment order types in this view, so no single payment orders will display.
Transaction Result	Select from `Soft Declined`, and `Hard Declined`.
Currency	Select one or more currencies.
Executed On	Select the start and end dates of the time period when BillPro tried to process the billing event.
Auto Retry	Select from `All`, `Enabled`, or `Disabled`.